The success of every business depends on its customers and the level of their satisfaction. Maintaining customer loyalty, nurturing leads and existing clients and eventually growing the customer base make up the end-goal of any business. All of these criteria can be fulfilled if your methods are customer centric. A happy and satisfied customer will not only ensure great profits, but will also help in further acquisition of new customers.
Maintaining a good customer relationship is very easy in a small enterprise, but as it grows, it becomes difficult to take care of clients individually. Also, when you’re hiring executives for your customer support department, you need to analyze their client relationship building skills along with other essential factors.
There are so many solutions to improve customer service. One must be creative, intuitive and aware enough to formulate customer relationship building strategies for healthy growth of the company.
HERE ARE SOME EFFECTIVE WAYS ON HOW TO MAINTAIN GOOD CUSTOMER RELATIONSHIPS:
GATHER CUSTOMER INFORMATION
Gathering information about the customer is very important as the information will serve as a source for research and development. It will help the company und
Understand the customers better and make it better equipped in order to fulfil the demands of its customers. Customers must be asked to fill a form at the beginning of their first purchase from the company. The form must have the basic questions like the gender, birthdate, age, etc. of the customer. Simple forms are the easiest way to build long term customer relationships.
Sending a personalized email to a customer makes a customer feel important and he will also be able to have an access of the latest offers provided by the company.
SEND A“THANK YOU” NOTE
Kindness is a way to go. It never fails. Kind words to the customers for choosing our brand over the others helps them know that we are grateful. A company is nothing without its customers and letting customers know that- is a great tool to build a quality relationship with them.
STAND FOR A NOBLE CAUSE
Giving back to the society is the ultimate purpose of every human being. An organization obviously provides a direct service to the customers, but if a certain percentage of the profit is given to the less fortunate we all will be able to do our part in making this world a better place to live. By doing so, we not only help the people around us but we will also be able to win the trust of the customers. The customers will feel more than happy to know that a certain percentage of their invested amount in the service will go the less fortunate.
TREAT CUSTOMERS ON PERSONAL OCCASIONS
A long term customer must be treated like a family member. On special occasions like his birthday or his wedding anniversary, a customer must be given an added service for free. For example, sending a birthday cake to a customer’s house, greeting the customer with bouquets on the anniversary of a customer, etc.
USE SOCIAL MEDIA TO UPDATE CUSTOMERS
Social media is one of the most effective way to reach customers. It is easily accessible. Having a page on Instagram, Facebook, Pinterest, etc. will ensure that the customers are kept well informed and their queries are answered. Availability makes the customer trust our company better. The subtle message that a customer receives of a company that is available on social media versus the companies that are not available on these social media platforms is that- here is the company that actually cares. Any customer will prefer a company that cares.
RESPOND TO CUSTOMER QUERIES/FEEDBACK
It must be ensured that the needs of customers are taken care of. When a customer wants to ask anything or give any feedback, it must be responded quickly and with consideration. It will make the customers feel closer to us and we will be able to have them for longer duration of time.
KEEP THE CUSTOMER ENGAGED
Consumption of service must not be the end of customer engagement, a customer must be kept engaged. We must develop a relationship with them. Hosting events is way to keep customers interested. Social media plays a huge role as well. Different types of contests can be held. For example, we can ask customers to post pictures of themselves after or while using our service and describe their experience, in return we can also post them on our official page and give a shout out to them. We have to make it fun and innovative every time. Lucky draws also keep the customers curious and excited.
EMBRACE NEGATIVE COMMENTS
In today’s world it is impossible for a business enterprise to keep running without having to face extreme negative comments from people. Keeping calm will help your company to substantiate customer relationship building skills.
Negativity in itself is enough to ruin any business. When it is your fault, it is better to own it and apologize.
It is okay to make mistakes, but it is not okay to ignore a customer’s dissatisfaction due to consumption of your product/service. However, not every demeaning comment would be genuine. Some may come from entities wanting to harm your brand identity- so, work on your ORM [online reputation management] and optimize untrue statements of your brand. Having real consideration will increase your goodwill.
Your persistence would imply that you are here for a long haul and not for a short term affair. Therefore, keep calm and hug negative comments.